As a small business, we only currently ship to the UK and cannot ship orders internationally.
Most of our products are made to order, just for you in our small Cambridge workshop. We handcraft each item, using a mixture of modern and traditional techniques. We think this makes our bags extra special but it does mean it can take us a little while to make your order. Depending upon order levels at the time, it might be up to 2-3 weeks before we can ship your order.
There may be times when we get very busy and your order may take a little longer to make than 2-3 weeks. In this case, we will keep you informed about the expected dispatch date. Providing the item is not a bespoke or personalised product that we have already started to make, you always have the option to cancel your order prior to dispatch (although we'd love it if you didn't!!)
This will depend on what delivery option you selected at the checkout.
Standard delivery (Free on orders over £200, £4 or £7 under £200 depending upon the order): 3-5 working days from dispatch.
Express delivery (£6 or £12 depending up on the order): 1-2 days from dispatch
We use a number of different couriers to deliver our parcels and as a small business we tend to source these via Parcel to Go.
When your order has been disptached you will receive a Shipping Confirmation email confirming that its on its way to you. In most cases this will contain tracking information to enable you to track your parcel.
We currently only operate online and therefore do not have a shop from which you can collect.
If your order contains a gift for someone or you know you will not be in when it arrives, you may choose to have your parcel delivered to a different address at checkout.
If your parcel has not arrived by the expected delivery date, and you have not been contacted by the courier or us about a revised delivery date, please contact us at email@example.com or on 01223 914702 and we will look into the matter for you.
If you have checked in any safe places and with your neighbours and your parcel is nowhere to be seen yet says it has been delivered in the tracking information, please contact us at firstname.lastname@example.org or on 01223 914702.
Returns and exchanges
We hope you love our products as much as we do! However if you would like to cancel or return an order, you may do so within 30 days of us delivering the products to you.
We cannot offer you a refund or exchange if the item has been customised or personalised and you have changed your mind, or if the item has been used and you are not returning it for being faulty or damaged.
If you wish to return an item because you consider it faulty or damaged, please contact us as soon as possible on email@example.com or 01223 914702.
If you wish to return or exchange an item, please follow the following process:
Please contact us at firstname.lastname@example.org or on 01223 914702 to inform us that you would like to make a return and the reasons for the return. Please include your name, address and telephone number together with your order number so that we can deal with your return easily and quickly.
Please carefully package up your item in the original packaging including the dust bag and any free items that were included with the order and complete the Returns Form that was enclosed with your parcel. If you have lost this form or your item was a gift, please let us know and we can send you another Returns Form.
Please then arrange for the parcel to be sent back to us at the address set out on the Returns Form, using a courier or postal service which requires a signature on receipt. Unfortunately, we cannot refund any items that have been lost or damaged in transit on return.
Please be aware that you will be responsible for any return postage charges unless we tell you otherwise.
Once we have received your return, we will notify you that the refund is being processed or that your exchanged item is being dispatched or made for you. All refunds will be made to the original payment method and it can take up to 10 working days for the refund to arrive in your bank account.
If you have any questions about the return or exchange process, please contact us on email@example.com or 01223 914702.
For full details on our terms relating to returns and refunds, please see our Terms of Sale.
If you purchase an item and you think it is faulty, damaged or not as described on our website, please get in touch with us at firstname.lastname@example.org or on 01223 914702 providing us with details of the product, your order number and a photograph of the faulty or damaged item.
Where the item is faulty and you contact us within 30 days of us delivering the product to you, we will always offer you the choice of a refund, repair or replacement. Outside of this period, we may offer you a repair or replacement in the first instance.
Please see our Terms of Sale for further details.
If you are returning an item to us, we will refund your original delivery costs to you, up to the cost of Standard Delivery. This means that if you selected Express Delivery at checkout, we will only refund you up to the cost of Standard Delivery.
If your order was made up of several items and not all of those items are returned, we cannot refund you your delivery costs.
As a small business, we are keen to ensure that we offer a more generous returns policy than the statutory right of cusumers to return online purchases within 14 days. This is why we extend our returns period to 30 days. We refund delivery costs on the original purchase up to the cost of Standard Delivery.
As a small business, it would be extremely difficult for us to also bear the cost of paying for return carriage on all items returned. For this reason, we do not offer free returns as standard and ask that you arrange and pay for the cost of returning any items (unless the item is being returned because it is faulty or damaged, in which case we will arrange for it to be collected from you and cover our costs of doing so).
Once we have received your return, we will try to process it as quickly as possible and in any event within 14 days of receiving the returned items.
You can get a refund on any non- personalised or customised product in the same way as any other customer.
Unfortunately however, we can only process refunds back to the original payment method. So if you have received a gift from someone purchased through our website, any refund will go back to their payment card.
We will happily exchange any item for you but we don't currently have the facility to give any form of credit notes or gift cards.
You can change your mind and cancel any order for a personalised item before your order is confirmed by us. Once the order is confirmed, we may have started to make the item and unfortunately we cannot offer any refunds or exchanges if you change your mind.